MORNING ONE | Thursday 5th November 2020
CONNECTIONS & CHECK-INS
REDUCING COMPLEXITY THROUGH COLLABORATION AND INNOVATION
Despite differences in their respective markets’ regulatory environments, banks and alternative lenders operating in different geographies face common challenges: these include, but are not limited to, reducing loan origination costs, creating new opportunities that benefit their customers, and retaining top talent. Additionally, the current mortgage process is very fragmented: different players collect disparate, often offline data; and multiple third parties - all profiting from different elements of the process - are required by regulation. This complexity, however, is where the opportunity for lenders lies, as we live in an on-demand age where clients expect more speed, transparency, and ease of use: rather than a threat, disruption has been a catalyst for collaboration and innovation. Responding quickly and efficiently to the ups and downs of the housing market will keep mortgage lenders on their toes in the coming years. What new strategies could help create a much better mortgage process, while still balancing necessary risk controls? How and where does technology come in?
1 Developing and launching a home loan business from scratch: the experience of a digital-first bank
2 One app for driving mortgage transformation using customer insights
PANEL DISCUSSION 1 Digitalising the mortgage customer onboarding process: do we have different answers to common challenges?
HALF TIME BREAK
4 A world of APIs: turning a bank into a platform to stay ahead of competitors
5 Estonian case study: blockchain as a security measure for real estate transactions
6 Digital mortgages in emerging markets: revolutionising the way mortgages are approved in LATAM
MORNING TWO | Friday 6th November 2020
RECONNECTIONS & WELCOME BACK
REAPING THE BENEFITS OF A "SHOPPING FOR A HOUSE, NOT FOR A MORTGAGE" MINDSET
People don’t buy a mortgage, they buy a house: engaging clients already in the home search phase is just the first step towards improving the home buying process and offering a truly new digital mortgage experience. There’s more: lenders have to embrace technologies and systems that will put them in the best position to serve a new generation of borrowers that demands a home loan experience meeting the high standards they’ve set after growing up in a digital age: clients will be won or lost based on how easy mortgage lenders make it to engage with them. But is it possible to identify a human-digital approach that allows customers to bank on their own terms - when, where and how they want to? What steps must be done to create an environment where digital is an enabler, rather than an option? How to understand digital natives’ needs, before proposing a product that is tailored and personalised to each one of them? And how to gain their trust, and become a partner for them as they move towards the milestone of buying a home?
7 Which channel are you on? Mortgage digitalisation @ Credit Suisse
8 Reinvent the mortgage process through quicker and simpler digital services
9 Successfully expanding the customer journey mindset and using personalised data to engage your customers
10 Digital mortgage: the Russia experience
HALF TIME BREAK
11 Mortgages going green: what can you do with an AI-powered mortgage bot?
12 Reaching the new wave of borrowers with digital mortgage capabilities
PANEL DISCUSSION 2 Unwrapping the secrets of customer experience success in the mortgage industry